Channels freezing.

[Jayboy1990]

I have been watching ITV this morning and Channel 4 this afternoon.

Every now and again the picture just freezes, if i move to the next channel and back its fine again. 

The rest of the system is responsive etc. 

I have unplugged from wall and back in to try and sort this, any ideas?

[Jayboy1990]

To add, i dont see any error messages that there is a technical fault etc. 

The glass is hardwired to my router, and is a 200mbps line

[Totalwar2]

This could be your internet speed are you using wireless?I been using the puck today and that been freezing and fast forwarding now again.I have a gig connection.

[Jayboy1990]

Just did a network test on netflix on the glass and its saying 99.56mbps

[Jayboy1990]

This is not the service i am paying for, anybody know how to troubleshoot beyond a unplug and plug in. 

since iv had the glass tv its been faultless with streaming channels, but today has been dreadful. 

No isuues with internet etc. 

[Totalwar2]

I think it's there end skys.

[bdavbdav]

Speedtest is only half of the equation - Latency and bufferbloat are really important, its worth checking them (Bufferbloat test). If your latency is much more than 75-100ms, or your bufferbloat grade is bad, you're probably going to have a bad time. 

[Jayboy1990]

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@bdavbdav wrote:

Speedtest is only half of the equation - Latency and bufferbloat are really important, its worth checking them (Bufferbloat test). If your latency is much more than 75-100ms, or your bufferbloat grade is bad, you're probably going to have a bad time. 

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I have done one of these tests, please screentshot for result.

EDIT: This test was run over wifi not ethernet!

[bdavbdav]

Looks good to me. Sky problem!

[Jayboy1990]

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@bdavbdav wrote:

Looks good to me. Sky problem!

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Thats what i had assumed 😂 

But why they wont accept that this could be an issue over the phone is frustrating, they keep saying it would be more wide spread and there isnt anything they have at there disposal to troubleshoot these issues yet. 

Anybody know how to actually get Sky to acknowlege my issue and troubleshoot please?

Thanks

[Anonymous]

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@Jayboy1990 wrote:

This is not the service i am paying for, anybody know how to troubleshoot beyond a unplug and plug in. 

since iv had the glass tv its been faultless with streaming channels, but today has been dreadful. 

No isuues with internet etc. 

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This is the issue you're gonna have with this tv i reckon.  You can have it going along fine and new issues are just rearing their head all the time.  Can you ever sit and watch tv on it confidently without sitting worrying when the next thing's gonna hit.  It'll get to the stage where you're scared to change channels.  I know in my final days with it i was scared to turn it off cos i couldn't get it back on.

[Jayboy1990]

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@Anonymous wrote:

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@Jayboy1990 wrote:

This is not the service i am paying for, anybody know how to troubleshoot beyond a unplug and plug in. 

since iv had the glass tv its been faultless with streaming channels, but today has been dreadful. 

No isuues with internet etc. 

---

This is the issue you're gonna have with this tv i reckon.  You can have it going along fine and new issues are just rearing their head all the time.  Can you ever sit and watch tv on it confidently without sitting worrying when the next thing's gonna hit.  It'll get to the stage where you're scared to change channels.  I know in my final days with it i was scared to turn it off cos i couldn't get it back on.

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but im talking about actually working with an advisor to troubleshoot the issue. But they dont seem to have any tools yet to look into streaming issues. 

Sugesting its probably just another faulty tv and may need a replacemnent shows how much they dont want to or even able to fix these problems. 

Its not major as i can switch up and down a channel and its ok again, but Sky should be listening and gathering details to work out whats happening. 

If an employee sees this by any chance please feel free to reach out. 

[Dave+r+robbo]

I've had it too only on ITV.

got hold of sky help team on Twitter and was told to do factory reset.

still the odd freeze.

it's either sky or the way ITV stream.

I suggest we all report it to sky help team so at least they know the there is a problem

[NathanJ85]

I'm having the same issues,  just rang Sky and was told it was a known issue, a teething problem and they're working on it with a software update. I did complain that I'm paying full price for what he's basically told me is a trial period as he implied new tech as these issues 🙄 I did try someone else who offered to replace the tele but I refused that as watching boxsets etc works, it's just the live TV that's the problem. Very frustrating. 

[Dave+r+robbo]

Chat I had yesterday